Abstract

The work presented in this paper explores how privacy dialogues within an on-line service might be constructed by conducting field experiments those identify privacy practices used when engaging with on-line services and elicit service user requirements for privacy dialogues. The findings are considered against the established design principles for general CRM dialogue design such as: frequency, initiation, signalling, service provider disclosure and richness as well as privacy specific design principles including: transparency, service user disclosure and the agreement of privacy norms and rules.